Software Support Agent

Login difficulties, software error messages, browser issues, and questions about application settings make up the daily work. The Software Support Agent helps users restore normal access and understand software features through clear, step-by-step assistance. This position sits within the technical support team, works under a technical support team lead, and collaborates with users and senior support specialists. The position is fully remote and desk-based, allowing you to work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary., * Receive software support requests through an assigned ticket queue and email, using a support platform such as Freshdesk to organize incoming questions and updates.

• Confirm the affected application, device operating system, browser version, error message, and business impact before selecting the appropriate troubleshooting steps for each request.
• Review existing ticket history and approved support articles to understand previous attempts, avoid repeated instructions, and identify known issues affecting the reported software behavior.
• Guide users through approved account access steps, browser checks, application settings, and basic software installation checks without requesting passwords or other sensitive credentials.
• Reproduce reported problems when possible using approved test procedures, distinguishing user setup questions from recurring application errors that need further technical investigation.
• Record symptoms, checks performed, user responses, and results in the support ticket so another team member can continue assistance without restarting the investigation.
• Explain recommended next steps in plain language, checking that users understand the instructions and can confirm whether the application is working as expected.
• Escalate unresolved errors, recurring access failures, or issues outside approved troubleshooting guidance to senior support specialists, including relevant findings and the attempted steps.
• Follow up on pending tickets when users provide requested details or specialists return guidance, then confirm the outcome before marking the request resolved.
• Meet quality expectations through accurate troubleshooting, timely responses, complete ticket notes, appropriate escalation, and consistent follow-up; discuss recurring gaps with the technical support team lead., * Fully remote, desk-based work from home supporting software users through established digital channels.
• Structured onboarding and training on approved troubleshooting procedures and a support platform such as Freshdesk.
• Regular check-ins with the technical support team lead to review questions, ticket quality, and development needs.
• Opportunities to build application support, technical documentation, remote troubleshooting, and user communication skills through practical daily work.

Software Administration, Software Administration, Work From Home, Technical Support, Team Lead/Manager, Identify Issues, Operating Systems, Web Browsers, Software Installation, Testing, * High school diploma or equivalent.

• No experience required; related software support, help desk, or customer assistance experience preferred.
• Basic understanding of desktop operating systems, web browsers, application settings, and common software access issues.
• Familiarity with a support platform such as Freshdesk preferred, including ticket updates, request categorization, and searching previous support interactions.
• Ability to follow troubleshooting instructions carefully, compare reported symptoms with guidance, and recognize when additional assistance is needed.
• Clear written and verbal communication, with patience when explaining unfamiliar technical steps to users with different levels of software knowledge.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for remote support conversations and focused ticket work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.